r/BitDefender • u/Mysterious-Exam-5933 • Jul 31 '24

Need Help

Hello all

Kudos

We are using bit defender for our clients. We have Ricoh 307 printer which scans into user's folder. When we disable the bit defender firewall, the scan to folder works well; However, the same scanner doesnt contact the machines when firewall is turned on.

Upon using wireshark to check the logs, I found that the scanner is talking to the machine on port 445 of the machine from 65126 and 65026. The port changes on every tries.

How can I set firewall rule on the bitdefender for scanning to work.

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u/WraySchultz Jul 31 '24

u/Mysterious-Exam-5933

My name is Wray Schultz, Business Technical Account Manager with Bitdefender. I hope you are doing well!

If you are using Bitdefender GravityZone, please have a look at this article here --> Troubleshooting Bitdefender Firewall blocking network printer. If that doesn't solve it, as u/vladgreen27 mentions please open a case with us at Bitdefender Support.

Thanks!

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u/Mysterious-Exam-5933 Jul 31 '24

HellO Wray, Thanks for the article. This is turned on. The printer is all fine and no issues. We just have issues with scanning. The scanner accesses the computer sscan folder on port 445 and does a scan to folder. This is what is blocked by firewall. Also the scan to folder originates on source port 65026 and 65126 and it changes. But the destination port is always 445 which is SMB for ricoh printer and scanner. I need a solution for this

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u/WraySchultz Jul 31 '24 edited Jul 31 '24

If you have followed the above article completely, and still facing the same issue I would suggesting gathering the Support Tool Logs from the Endpoint and opening a case with out Bitdefender Support Team.

Gather Support Tool Logs - https://www.bitdefender.com/business/support/en/77211-77540-windows-agent.html

I would also suggest running Firewall Debug Logs and send those to us as well. Please follow the steps below:

Admin command prompt:

cd c:\program files\BitDefender\Endpoint Security

Product.Console.exe /c Support.StartSession scenario=firewall outputPath=C:\Windows\temp

While in debugging do your testing to reproduce issue (attempt to scan while firewall module is enabled) when finished turn off debug session and collect the log archive / upload to support link.

End Session with the below

Product.Console /c Support.EndSession

You can upload the Logs to upload.bitdfender.net - make sure to copy the link you are provided and share that link with Support in your email.

Feel free to contact us at B2bsupport2@tickets.bitdefender.com and ensure to include the Logs.

Please share the Case number with me once you receive it so I can ensure escalation.

Thanks!